Privacy Policy
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Section 1: Privacy Notice
Your privacy is important to us and we go to great lengths to protect it. This Privacy Notice tells you about the personal data we hold about you and explains how we collect, use and share your details. It also tells you about your rights under data protection laws. We will only use your person information in accordance with this privacy policy
Section 2: Who we are
Pacifica Group is a collective name for the following companies, Pacifica Warranty, UK Warranty Limited and Pacifica Appliance Services Limited, our registered office address is Pacifica House, Rainton Business Park, Houghton Le Spring, England, DH4 5RA.
By downloading or using the Pluzs application (the "App"), using our services, entering a competition or prize draw, visiting or registering via our website or otherwise engaging with us, you're agreeing to be bound by this Policy. You should read this privacy policy carefully so that you understand how we will handle your personal information.
Section 3: What we mean by personal information
This is information relating to you as an individual, that’s linked to your name or any other way you can be identified, such as your insurance policy number, or your email address.
Section 4: What we mean by special category
We may collect certain special category data about your physical health and/or medical condition if you require special assistance when an engineer attends your property.
Section 5: What information do we collect?
Before and after we supply services or products to you, as well as collecting information from you directly, we also use external sources to find out more details about you and check the information collected. We also use this information for the purpose of conducting checks to prevent fraud, money laundering and sanction checks. When using your personal information in these ways, we have considered your rights and made sure our business need doesn’t cause you any harm
The categories of personal information we may collect
Contact Data:
Your name and title, address, telephone number(s), personal e-mail address and any other contact details you may provide. If you are a landlord this could include your work contact details;
Identification Data:
Your first name, last name and title, your login credentials, your internet protocol (IP) address and information regarding which website pages you accessed and when;
Video and Image Data
You will be invited to upload videos and images of your appliances for warranty verification and appliance repair purposes. If you upload a video or photograph that captures your voice or image, the content will include your personal data;
Attendance Data
If an engineer attends your property to service or repair an appliance, the engineer will keep a service log with visit details;
Marketing and Communications Data
We may collect information about your marketing preferences if we are entitled to send you marketing materials, your communication preferences and your preferences in respect of third-party marketing;
This includes whether you’ve given your consent to receive marketing information.
Financial Data
Includes bank account and payment card details; and
Transaction Data
Includes details about products and services you have purchased from us. If you choose to use our receipt 'wallet' feature, any personal details contained in your appliance receipts will also be held.
Other information
This will be captured during recordings of any telephone calls, other contact with us or if you make a complaint. This may include special categories of information you provided when talking with us. We may capture this information (e.g., your contact details and recordings of the phone call) even if you are not a Pacifica customer. (e.g., if you are calling on behalf of a policyholder).
Please note that we may use In-bound and out-bound phone call recordings for uses as allowed for by UK law, including but not limited to FCA compliance rules, quality training and counter-fraud
ther Pacifica Group Companies
We may also use information that you provided to other Pacifica Group Companies or share it with them
Section 6: Collecting and sharing your personal information
We only collect and share your personal information when there is good reason to do so, and in line with all relevant data protection regulations. The following table is a list of where we obtain person information about you from, as well as who we share it with. Have also outlined the lawful basis (processing condition) which we rely on to use your personal information. All data needs one of the "General" processing conditions. However, where we are processing special category data, we also need one of the legal bases set out in the special category processing conditions. The key to the lawful bases is set out below the table
Section 7: Lawful Basis for Processing
We process your personal information for different purposes. We must have legal permissions; this is called a lawful basis in order to process a person’s data and be able to demonstrate the processing of data is “necessary” in order to provide our products and services. We use the following process conditions:
Consent: your consent to one or more specific purposes. We will set out the basis for consent in a consent notice or in some other form of notice where it is clear we are asking for your consent. Where we do not get your consent, we will not use your data for that purpose;
Contract: it is necessary to process your data for the performance of a contract to which you are party or to meet our obligations under the contract;
Legitimate interests: we’ve identified this type of processing is a legitimate interest of ours or a third party to give you the best and most secure service and to provide you with the best service/product; we consider that use of your personal information is necessary to achieve that legitimate interest; and we’ve balanced all that against your interests, rights and freedoms. We set out more detail on our legitimate interest processing below at section
Section 8: Our Legitimate Interests
We sometimes process personal information on the basis that it is in our legitimate interests to do so. The occasions where we will rely on legitimate interests as our processing condition are set out above. The legitimate interests are as follows:
To maintain up to date information about you - we sometimes gather data about you which is useful for building a complete view of your use of the App and our website. Although some of this data is not strictly required by law, it is nevertheless useful to us and we consider it in our legitimate interest of running a successful, profitable business.
Network and information security – we will monitor our network and your use of it. It is a legitimate interest of ours to make sure that your use of our network and systems does not compromise our information security.
To procure insurance policies and to respond to and defend legal claims – it is in our legitimate interests to use your personal information where necessary in the purchase of insurance policies and to respond to and defend legal claims.
Section 9: Ensuring your personal information is accurate
We will keep the personal information we store about you accurate and up to date. We will take every reasonable step to erase or rectify inaccurate data without delay. Please tell us if your personal details change or if you become aware of any inaccuracies in the personal information, we hold about you. We will contact you annually to check your details are still up-to-date. We will also contact you if we become aware of any event which is likely to result in a change to your personal information
Section 10: How long we keep your personal information for
We keep personal information for as long as is reasonably required to allow us to manage complaints, claims, prevent fraud or financial crime, to meet our legal, regulatory obligations (e.g., as laid down by the Financial Conduct Authority, money laundering regulations and the HMRC, tax or account obligations. We will not keep your personal information for longer than is necessary for the purpose(s) for which we process it. This means that information will be destroyed or erased from our systems when it is no longer required. For guidance on how long certain information is likely to be kept before being destroyed, contact the Data Protection Officer on 0191 3870774 or by email at info@eargroup.ca or complete our online form. For further information on the retention of your personal information, please contact the Data Protection Officer.
Section 11: Your Rights
Under data protection law, you have different rights relating to the personal information we hold about you. You can exercise these rights by contacting us on Subjec info@eargroup.ca or complete our online form.
Below is a summary of your data protection Rights
